Senior Specialist: Customer Touchpoint Manager at Liberty Group South Africa

Purpose

• The Customer Touchpoint Manager is responsible for designing, managing, and optimizing all customer interaction points to ensure a seamless and engaging customer experience.
• This role involves analyzing customer journeys, implementing strategies to enhance customer satisfaction, and collaborating with various departments to ensure consistency and excellence across all touchpoints.

Key Responsibilities

• Customer Journey Mapping: Analyze and design the entire customer journey to identify and optimize key touchpoints.
• Data Analysis: Use data to understand customer behaviors and preferences, and to measure the effectiveness of different touchpoints.
• Coordination: Work with various departments (marketing, sales, customer service, etc.) to ensure a consistent and integrated customer experience.
• Feedback Management: Collect, analyze, and respond to customer feedback to continuously improve touchpoints.
• Strategy Development: Develop and implement strategies to enhance customer engagement and satisfaction.
• Technology Integration: Leverage technology to improve and innovate customer interactions.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of touchpoint strategies.
• Training: Train and support staff to ensure they understand the importance of touchpoints and how to manage them effectively.
• Customer Communication: Develop clear and consistent communication strategies across all touchpoints.

Key Competencies

• Analytical Skills: Ability to analyze data and derive insights to improve customer touchpoints.
• Communication Skills: Excellent verbal and written communication skills to convey strategies and feedback effectively.
• Customer-Centric Mindset: Focused on understanding and meeting customer needs and expectations.
• Project Management: Strong project management skills to oversee initiatives across multiple touchpoints.
• Technical Proficiency: Familiarity with CRM systems, data analytics tools, and other relevant technology.
• Problem-Solving Skills: Ability to identify issues in the customer journey and develop effective solutions.
• Collaboration: Strong interpersonal skills to work with different teams and departments.
• Adaptability: Ability to adapt to changing customer behaviors and market trends.

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management